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  • 1.  Transfer or keep a call in queue depending on two conditions

    Posted 05-27-2024 09:46
    No replies, thread closed.
    Hello Community, 
     
    I have a specific routing logic request from my customer: 
     
    If more than two calls are waiting for more than 3 minutes in the queue already, the next caller should be transferred to a different call flow/service. 
     
    I'm wondering how to best set this up in Architect. 
     
    My first thought was to combine two functions:
     
    1. Call.EstimatedWaitTime 
    2. Call.PositionInQueue
     
    I wanted to put this together into one decision block and if both criteria were met then transfer the call, if not met then keep the caller in the queue. Unfortunately it looks like my lack of experience is stopping me from making this work: 
     
    IsGreaterThan(true,Call.EstimatedWaitTime=3minutes)andIsGreaterThan(true,Call.PositionInQueue=2) 
     
    I'm getting an error at the end so I assume that I should change this, can someone please suggest what I should do differently? I also considered creating two separate call data actions but is this necessary? What would be the easiest way to put this together?
     
    Many thanks in advance for your suggestions! 

    #Routing(ACD/IVR)

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    Szymon Prower
    Customer Interaction Solutions AG
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  • 2.  RE: Transfer or keep a call in queue depending on two conditions
    Best Answer

    Posted 05-28-2024 10:29
    No replies, thread closed.

    Hi Szymon,
    I suggest you check out the API /api/v2/analytics/queues/observations/query
    This will give you queue observations which you can use to check max wait times and number of calls in the queue and then use your logic to do what you need.

    Regards



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    Vineet Kakroo
    FIL Fund Services (Bermuda) Limited
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